New Product Technical Support Advisor

Description

Sargent and Greenleaf delivers proven security solutions that protect people and assets at home, at work, and in communities around the world. For the past 160 years, their high-security locks and industry expertise have been trusted by governments, banks, and businesses of all kinds to meet their security needs and counter emerging threats. S&G’s portfolio of high-quality electronic and mechanical locks are used in a wide range of applications including gun safes, commercial safes, ATMs, vaults, and Department of Defense environments.???? 

Our unique portfolio of locks and locking systems serves a wide range of our customers’ security needs across industries and applications. Together, we are on a mission to make the world more secure today and in the future.??? 

Job Summary:  

The Technical Support Advisor (TSA) is responsible for the effective technical communication, resolution, and continuous improvements with S&G’s customers and products. The TSA team member will also support in technical and instruction writings for internal and external publications. This can include product installation manuals, operating manuals, and troubleshooting guides. The ideal candidate will have the ability to quickly grasp simplistic to complex products within the company’s product portfolio.  

Requirements

Responsibilities:? 

• Develop and maintain a deep understanding of S&G’s products, including hardware, software, and integrated systems. 
• Analyze customer problems, identify root causes, and implement effective solutions. 
• Communicates directly with customers to resolve technical questions arising from the S&G product portfolio via phone, chat, and other means of virtual communication. ? 
• Communicates directly with customers to conduct software installation and training sessions. 
• Provide on-site support for pre-installation, installation, troubleshooting, and maintenance activities. 
• Process customer information for lead generation, voice of customer, and overall customer satisfaction.? 
• Creates and provides support product training and troubleshooting videos. ? 
• Work with cross-functional team(s) to test new product features and functions. ? 
• Assemble customized product samples, as needed, for customers and trade shows. 
• Drive a culture of continuous improvement, accountability and by strategically implementing initiatives and effective performance management   
• Other duties as assigned. 

Knowledge/Skills/Abilities/Competencies:? 

• Strong problem solving and high customer satisfaction ratings.? 
• Excellent organizational, analytical, and problem-solving skills.? 
• Thorough understanding of company practices, processes and reporting requirements.? 
• Experience working with technical products both stand alone and interconnected. ? 
• Excellent verbal and written communication skills.? 
• Proficient with Microsoft Office Suite or related software. ? 
• Experience with NetSuite a plus.? 

Minimum Requirements:  

• Bachelor’s degree from a four-year college or university; or 3-5 years of related experience and/or training; or equivalent combination of education and experience. ? 
• Experience within the relevant industry is a plus.? 

Physical Requirements:? 

• Prolonged periods sitting at a desk and working on a computer.? 
• Must be able to lift up to 40 pounds at times.? 
• Must be able to navigate various departments of the organization’s physical premises.? 

S&G Vision & Values: 

S&G is a passionate team with a continuous improvement culture dedicated to delivering trusted and transformative locking solutions while consistently exceeding customer expectations.?? 

Must be a champion of the S&G corporate values of accountability, integrity, respect, teamwork, community, innovation, and leadership.?? 

S&G is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.??